Definition
An automated phone system that routes callers to the right department or self-service option using voice or keypad input before a human agent is involved.
Cite this definition
"IVR (Interactive Voice Response)", Infusion Business Intelligence Glossary, https://www.infusionbi.com/glossary/IVR
Business Importance
A well-tuned IVR cuts average handle time by resolving simple requests (balance checks, order status) without agent involvement and routing complex issues to the right specialist on the first attempt.
Industry Examples
A caller presses "2" for billing and is routed directly to a billing-trained agent instead of a general queue.
Related Service
How Infusion BI delivers this:
Inbound Call Center Services
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